Frequently Asked Questions

Have a question? We may already have the answer.

Your stay with us

  • The Stratford Hotel is right in the heart of downtown Stratford. The address is 107 Erie Street, Stratford, ON, N5A 2M5.

    Our location couldn’t be better - with shops, theatres, and restaurants right outside our doors, you can walk everywhere.

    Distance to theatres from The Windsor: Avon Theatre 350 meters, Studio Theatre 450 meters, Tom Patterson Theatre 700 meters, and Festival Theatre is a 20-minute stroll.

  • The Stratford Hotel is contactless and does not offer a traditional front desk. Our fully staffed 24/7 front desk at The Windsor Hotel supports The Stratford Hotel and can be reached anytime via the “Chat with us” button on your reservation confirmation email or phone for recommendations, support, and requests. 

    To check in we offer two options.

    Option 1: Contactless check-in via self-service key code 

    48 hours before your arrival you will receive an email to check in online. We also require a credit card for incidentals before your arrival. Kindly call us at +1 519-272-2581 to provide credit card details at any time. 

    Once online check-in is completed and we have a credit card on file, on the day of your arrival, we’ll email your room number and key code once your room is ready by 3:00 pm. You can head straight to your room upon arrival. Please ensure you have entered your correct email address and check your spam folder if you haven’t received an email by 3:00 pm.

    Option 2: Private check-in at The Stratford Hotel between 3 pm - 6 pm Tuesday to Saturday only

    If you decide to kick it old school, we offer a private check-in at The Stratford Hotel between 3 pm and 6 pm Tuesday to Saturday only. Guest must contact us via the “Chat with us” button or phone at +1 519-272-2581, 30 minutes before arrival. An associate will meet you at The Stratford Hotel main door entrance to check you in. 

  • You can call us 24/7 at +1 519-272-2581 or via the “Chat with Us” button in your reservation confirmation email.

    Looking for a person behind the desk? Head to our sister property, The Windsor Hotel which has a 24/7 front desk.

  • Check-in is from 3 pm and check-out is at 11 am.

    Book an early flight? Want to sleep in? Subject to availability for the day, we’ll do our very best to accommodate you – just let us know in advance. If we can’t, we’ll gladly stow your luggage safely and securely, until you’re ready to move on.

    Note, that we cannot guarantee an early check-in or late check-out in advance. This is only confirmed on the day of check-in/check-out.

    Please text our concierge at +1 (226) 780-6978 to arrange luggage storage.

  • We'll gladly stow your luggage safely and securely until you're ready to move on. Please contact the concierge to arrange luggage storage. Kindly allow at least 30 minutes for us to arrange this.

  • Bringing the wheels? For your convenience, we have leased a limited number of parking spots adjacent to the hotel.

    Overnight parking rates are $20+ tax daily. Contact us at the time of reservation to reserve a spot by telephone at (519) 272-2581 or email at reservations.wh@hocohotels.com as we require your vehicle’s car, make, model, and license plate.

    Since a 3rd-party owns & operates our parking lot, the parking fee is non-refundable and charged when reserving a spot.

  • No, we don’t have a lift/elevator. Rooms located on the main floor require no stairs. Access to rooms on the second floor does require steps that should be considered by guests with walking aids. Contact our friendly concierge in advance who will be happy to assist in assigning the best room based on any mobility challenges.

  • Complimentary wifi is available throughout the property, in all public areas, and in guest rooms.

  • We only welcome licensed service animals.

  • Yes, all guest rooms have air conditioning from April 15th to October 31st, and heating/fireplace from October 1st to April 30th.

  • Housekeeping service is provided daily for all guests.

    Evening turndown service is available from May 1 - Nov 15.

    The Stratford Hotel maintains an environmental policy changing linens after every third night unless otherwise requested.

  • Every room has a hair dryer and mini-fridge for the convenience of our guests. Microwaves are not available.

  • We believe in a modernized approach to old-school hospitality, so our rooms are phone-free. To connect with us during your stay you can call or chat with us at anytime.

  • Rollaway beds and cots are not available or permitted .

  • We love kids! Our Little Hoco Club has you covered. Whether you’re joining us with infants, toddlers, or slightly older kids, we’ve all the essentials you need.

    All our 8 suites feature a queen bed and a sofa bed (either a double or queen). They are great for families and can accommodate up to 4 guests.

    Each kid under 12, receives a welcome tote packed with a kid’s welcome amenity.

    Just tell us you’re staying with kids 24 hours in advance – we'll take care of the rest.

  • No, we do not allow smoking, vaping, or cannabis in rooms or on the property. Should you smoke in your room, there will be a $500 fine and removal from the premises immediately. The remainder of the booking will be canceled. No refunds or future credits will be issued under any circumstances.

Reservations, Payments, and Cancellations

  • Our change and cancellation terms vary per type of booking. General T&Cs are below:

    Standard Rate/Refundable Rate:

    Free cancellation or modifications until 7 days prior to arrival (12:01 a.m. hotel local time/EST) to avoid a 100% penalty for the entire stay. Your credit card will be charged 100% of the entire stay 7 days prior to your check-in. In case of a no-show, early departure, or cancellation after the expiry of the free cancellation period, 100% of the entire agreed stay will be charged. No changes are permitted after the expiry of the free cancellation period.

    Pre-paid/Non-Refundable Rates:

    Once booked, this reservation becomes non-refundable. A 100% full, non-refundable prepayment will be applied at the time of booking. No changes are permitted, and no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation also is non-transferable.

    We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Windsor Hotel cannot be made responsible for cancellations due to but not limited to family emergencies, health-related issues, changes in plans, airline schedule changes, or weather conditions.

  • If you just don’t show up by 11:59 p.m. on the check-in date, we’ll have to treat it as a no-show and charge for your entire stay. The same applies to early check-out. The remainder of the booking will be canceled. No refunds or future credits will be issued under any circumstances.

    We strongly recommend the purchase of travel insurance to assist in case of unforeseen cancellations. The Windsor Hotel cannot be made responsible for cancellations due to family emergencies, health-related issues, airline schedule changes, or weather conditions.

  • Reservations must be guaranteed with a credit card at the time of booking.

    For Standard / Refundable Rates your credit card will be charged 100% of the entire stay 7 days prior to your check-in. After the free cancellation period, no refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation also is non-transferable.

    For Pre-Paid / Non-refundable Rates a 100% full, non-refundable prepayment will be applied at the time of booking. No refund will be issued under any circumstances, including cancellation, no-show, or early departure. This reservation also is non-transferable.

  • We authorize an incidental/damage hold of $200 per day (up to $500 per room) during check-in on your credit card. We only accept major forms of credit cards.

  • The hold will be released on the evening of checkout. It may take between 5-7 business days to see the amount reflected back into your account depending on the your bank provider.

  • We only accept credit cards. All reservations are pre-paid based on the cancellation policy/rate type prior to arrival.

    In addition, a credit card must be presented upon check-in and must be the same credit card used to make the reservation. If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing.

  • If guests are booking on behalf of someone else, they must contact the hotel directly to arrange for third-party billing. A credit card authorization form is required to be filled out along with one form of photo identification.

  • The Municipal Accommodation Tax (MAT) came into effect on July 1, 2023, and a mandatory 4% plus HST applies to all accommodation sold for a continuous period of 30 days or less.

  • Guests must be 18 years or older to reserve a room. Minors should stay at the hotel with company aged 18 and above.

  • For security purposes, please provide a valid government-issued photo ID during the digital or self check-in process.

  • Our front desk team cannot assist in modifying or canceling all third-party (e.g. Expedia, Booking or Airbnb, etc.) reservations. Please get in touch with the company directly that you booked with.

Still have a question?

If you haven’t found the answer you need, fill out the inquiry form.